"These companies have helped their clients deliver better customer experience," said Bruce Temkin, managing partner at the Temkin Group, a customer experience research, consulting and training firm based in Waban, Mass. "The judging for the awards is based heavily on the actual results they've had with clients, as nominations include three detailed case studies and a survey of existing clients."

How Winners Emerged

Temkin Group's CxVE Award recognizes companies that "provide products and services that help companies improve the customer experience they deliver."

"A thriving business today must revolve around the customer," D'Antonio said.

"To succeed, companies must thread the voice of the customer throughout their enterprises and make it the basis of all decisions they make. It's clear that the 2016 winners of Temkin Group's CX Vendor Excellence Awards offer the capabilities and expertise to help their clients achieve this goal of becoming real-time, customer-first data-driven enterprises."

'Profound Impact'

"The case studies used to discuss narrow areas where the vendors were helping their customers," he said, "but we now see vendors discussing how they're helping their clients make changes across their entire business."

To "get it right" in customer experience means to embed good practices in how you operate your business, instead of trying to tack on good customer experience.

"Customer experience is a reflection of your culture and operating processes," Temkin said. "If you want to create consistently good experiences for customers, then you need to make fundamental changes to how you operate your business."

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